May Ng

Director of Customer Experience, 1-800-Flowers.com

Share Now

Share Now

Tell us about where you work and what you do there.

As Director of Customer Experience for 1-800-Flowers.com, I help develop functionality to address customer needs across our family of brands using technology and automation. For our sites, I am responsible for self-service functionality, identity management, online chat, reviews and UX/UI. I also lead our Intelligent Voice Assistant (IVA) platform, which allows customers who call our service center to solve self-service queries 24/7, without the need for agent support – making it quick and easy for them to track and modify their orders, and browse FAQs.

How would you describe yourself?

I’m a native New Yorker, but have spent much of my life in Hong Kong, where my family is from. Being fully immersed in two different cultures has helped shaped my global perspective, which was valuable when I led international platforms at the NBA and Starwood Hotels.

I’ve always been passionate about tech, and have worked in digital since 1997.

I am a champion for the rights of women, minorities, and other under-represented groups. As VP of Strategy for the Asian Mentoring Committee of Big Brothers Big Sisters of New York, I support fundraising and recruitment efforts for the New American Program for immigrant children. I also support non-profits such Smile Farms, which creates meaningful job opportunities in agricultural settings for individuals with differing abilities.

I champion the rights of women, minorities, and other under-represented groups.

May Ng

Director of Customer Experience, 1-800-Flowers.com

What do you think has been your biggest professional success so far?

Transforming 10 foreign language/country sites from PR outlets to global basketball fan destinations, which drove millions in sponsorship and media revenue for the NBA. I was given simple directives: grow traffic and monetize it. I was responsible for the concept, design, development, editorial/content, operations and sales for all 10 sites. Despite the challenges of managing a global portfolio, which included consecutive months of travel and working 20 hours a day to match international time-zones, it was the most gratifying experience of my professional career.

Where do you find inspiration?

Listening to music while walking.

Name an eCommerce brand you admire and why.

Poshmark. Their app has a great UX and revolutionized the resale market.

We’re curating an honoree playlist featuring all of your favorite songs! Name your top three.